FAQ

F1. How do I access my profile information?

Go to My Messages to access and edit profile information
If you have forgotten your login information, please contact customer service!

F3. Tips for filling out the Address book

Customs Declaration Options (Select Yes/No when filling in recipient details):
Important Notes:
*The system allows you to manage recipient details; make sure you have the recipient's permission before selecting “Yes”.
*If a customs real-name authentication request is received, respond with "Yes". If "No" is selected, you must provide a letter of authorization from the recipient and bear any costs. *Failure to provide the necessary documentation will result in legal responsibility and full compensation costs.
*Agreeing to this in the system allows the recipient to be set for customs declaration when importing packages to Taiwan.
*When importing multiple packages to Taiwan, or when items are divided into separate packages due to quantity restrictions, the system will automatically allocate and assign each sub-order to the recipient.
*If the declared recipient does not wish to be used, update the customs declaration option to "No" in the address book. The system will not use that recipient for future orders.
 
Please Note:
*To comply with customs regulations regarding item quantity, name, weight, etc., packages may be divided into multiple orders by overseas staff. If you do not agree, repackage and send to us, or inform customer service before the order is shipped.
*Each batch can only have one order, but this function will be used if you have multiple orders.
*Ensure that the recipient agrees to be used for customs declarations; handle with caution!
*If the recipient no longer agrees, notify customer service to change the option to “No” and record the time.

F5. Where can I find my previous transactions/topup record?

G1. How to check shipping fee?

How to check my shipping fee?
Use "Estimate Shipping Cost" and enter all required information. 
The shipping cost will be based on the measurements given by the warehouse and calculated automatically by our system.
Select Payment: Choose the option "Payment Needed" and click "Payable Shipping Fee".
Check Shipping Progress: Under "Tracking", check the order and click "Lookup" to check the freight cost. Note that this option will only be available after package has been (re)packaged.
Transaction Records: You can also review all transaction records, including prepaid freight charges, in the "Refill Records".

G2. How to Topup My Account?

To top up your member account, follow these steps:
Top up Function: go to “Payment Needed”. For detailed instructions, refer to question J6 in the FAQ section.
Service Hours: Top up service is available from Monday to Friday, 10:00 to 17:00.
Transaction Records: You can view records of recharges and refunds in "Transaction  Record".
 
Friendly reminders:
Prepayment: Prepaying ensures timely shipment without delays due to failed deductions caused by time differences.
Unused Balance: Any unused freight charges can be kept for future use.
No Need to Notify Customer Service: Top ups are done automatically at fixed times, so there's no need to inform customer service.
 
Payment Methods for Freight Charges:
A. Automatic Payment (NTD):
Payment in Taiwanese dollars via online banking or ATM results in immediate automatic top up directly into the member system.
Enter the top up amount, and the system generates a payment account number. After successful online transfer (amount must match), the recharge is instant (usually within 1 minute).
Highly recommended for its 24-hour service without delays.
B. Taiwan Dollar Transfer (NTD):
Payment via bank counter or ATM in Taiwanese dollars.
Transfer to the designated account and fill in the account number and amount for confirmation. Top ups are manually processed during office hours.
C. Zelle and Venmo (USD):
Payment in US dollars only.
Transfer to the designated account and fill in the account number and amount for confirmation. Top ups are manually processed during office hours.
D. Payment in Chinese Yuan (RMB):
Accepted via WeChat, Taobao, and other platforms. Top ups are manually processed during office hours
E. Foreign Currencies: (GBP, CAD, MYR, THB, JPY, HKD, KRW)
Transfer to the designated collection account and fill in the account number and amount for confirmation. Top ups are manually processed during office hours.
Can be directly transferred to overseas companies (usually collected centrally and transferred to the local company overseas).
Receipts can be downloaded under "Tracking".
After completing the payment, please check “My Messages”. The system will automatically deduct the payment before shipment arrangements are made.

G3. Overseas Warehousing, Cash on Delivery, and Purchasing Service

Here is the English translation for your procurement and payment service guidelines. I have organized it into a professional, easy-to-read format suitable for a business website or manual.

Advance Payment & Purchasing Services

Local Personal Shopper (Buyer) Process:

Phase 1: Purchasing & Payment a. Provide product details: (Seller info, website links, product names, quantities, and screenshots).

  1. Verification: We will first confirm if our overseas buyers can fulfill the purchase.

  2. Partial Orders: If only a portion of the requested quantity is available, we will notify you to confirm if you still wish to proceed.

  3. Payment: Confirm the total purchase amount and top up your account via the [I Want to Pay] function.

    • Requirement: Funds must be transferred from the member's personal bank account to [Member Information].

  4. Verification: Upload both sides of your ID to the [Member System].

b. Payment Fees:

  1. Account Top-up: Funds must be topped up to the member account in advance. This covers payment processing once goods arrive at the Red Sea (Honghai) Consolidation Warehouse.

  2. Direct Remittance: Our overseas buyers can remit funds directly to sellers. This applies only to physical goods that must be inspected and shipped via the Red Sea Consolidation Warehouse.

c. Important Notes:

  1. Failed Orders: If the item is not successfully purchased, no procurement fee will be charged.

    • Refunds will be credited back to your member account. If a bank refund is requested, it will be sent to the original account.

    • A bank processing fee of 30 TWD applies to bank refunds.

  2. Returns/Cancellations: Once the buyer has placed the order, returns are not accepted. If a return is requested after the package arrives at the warehouse, it must follow standard return procedures. Procurement, logistics, and inspection fees are non-refundable. All returns are subject to the seller’s specific policies.

  3. Anti-Fraud Policy: To prevent fraudulent activity, all suspicious cases will be reported to the police immediately.

Service Details

  • Eligibility: Red Sea VIP Members (Red K, Red Q, Red J+), Mall members, and Bulk Group A.

  • Requirements: Accounts must be topped up in advance, and Line Customer Service must be notified.

  • Logistics: Cash on Delivery (COD) is supported. Courier deliveries to our warehouse are accepted.

  • Business Remittance: We can assist with remitting payments directly to manufacturers/suppliers.

  • Finality: Once payment is completed, no returns or exchanges will be accepted.

  • Unauthorized Shipments: We are not responsible for packages sent without prior consent; these will be rejected upon arrival.

Legal & Financial Disclosure

  • Nature of Service: This is a procurement service facilitated by our overseas partner buyers.

  • Entity Statement: This service is provided by overseas companies or individuals (advance payment/collection). No tax invoice (Fapiao) can be provided.

  • Transaction Scope: No commercial transaction occurs with our local company; we merely facilitate the collection of funds in Taiwan. The actual transaction takes place overseas.

  • Exchange Rates: Please refer to the official website for current rates, or you may remit funds directly to our overseas operating accounts. (These are dedicated accounts approved by the Ministry of Finance, National Taxation Bureau for overseas remittances).

G4. How to Calculate Exchange Rates for Foreign Currencies?

After logging in, click “Current Balance” on the top right of the screen
You can also click "Payment Needed" and scroll down to access the Currency Exchange Rate chart.

H1.Formal Customs Clearance

Most Goods in Hong Kong are Duty-Free. Click for Details.

As a renowned free port, the vast majority of imported goods in Hong Kong are indeed subject to zero customs duty. However, for revenue and regulatory purposes, there are several specific product categories and procedures that importers must be aware of.

The following details are organized according to the 2026 latest regulations:

1. The Four Categories of "Dutiable Commodities"

While there are no general import tariffs, excise duties must be paid to Customs for the local consumption of the following four types of goods:

  • Liquor: Beverages with an alcoholic strength of more than 30% by volume (e.g., spirits, whisky). Beverages with an alcoholic strength of 30% or less (e.g., wine, beer) are duty-free.

  • Tobacco: Cigarettes, cigars, tobacco powder, etc. (Alternative smoking products such as e-cigarettes are currently strictly regulated in Hong Kong).

  • Hydrocarbon Oils: Petrol (gasoline), aircraft fuel, light diesel oil, and other fuels.

  • Methyl Alcohol: Commonly known as wood alcohol.

2. Mandatory Procedures for Importers

Even if goods are duty-free, importers must still complete the "Official Import Declaration" process:

  • Import Declaration: Unless exempted, importers must lodge an accurate declaration with the government within 14 days after the importation of goods.

  • Declaration Charge: Although there is no duty, a nominal administrative fee (the Declaration Charge) must be paid, calculated based on the value of the goods and subject to a cap.

  • Dutiable Commodities Licenses/Permits: If importing any of the four categories mentioned above, the company must hold the relevant licenses and apply for a permit before each removal of goods.

3. Regulated Special Items

In addition to taxation, certain goods require an additional Import License to pass through customs. Common examples include:

  • Strategic Commodities: High-tech electronic products and encryption equipment.

  • Pharmaceuticals and Cosmetics: Pharmaceutical products and medicines.

  • Food: Meat, poultry, and regulated food items (requires certification from AFCD or FEHD).

  • Vehicles: While exempt from import duty, imported motor vehicles are subject to a high First Registration Tax when registered for use in Hong Kong.

I1. The Difference Between In-Stock and Pre-Order Items

1. In-Stock Items: These items are readily available in the local warehouse and can be delivered to you within 2 to 4 working days.
2. Pre-Order Items: When you place an order for pre-order items, our local procurement staff will directly purchase them from stores or websites according to your order. These items will then be shipped back to Taiwan. If there are any issues with the procurement process (such as out-of-stock items, order cancellation, or delays), our customer service will notify you. Please note that the time from purchase to air freight delivery back to Taiwan typically takes about 4 to 10 weeks.
3. Guaranteed Origin and Quality: Our store, managed by UR-Express Logistic Corp in the United States, ensures high-quality service and original, authentic products sourced directly from the USA, Canada, UK, Australia, Japan, Korea, Malaysia, Taiwan, and other locations.
Important Note: To protect the rights and interests of our members, we strongly recommend recording an unboxing video upon receiving the package. In case of any issues, such as damaged or missing items, please keep the original packaging and shipping documents intact. Notify the courier company immediately and inform our warehouse staff for proper verification.

I2. Become a Seller on the Marketplace

A. Advantages of Joining:
1. Increase in Sales
2. Faster Inventory Turnover (What you have in excess may be what other members want)
3. Secure Cash Flow: Members can transfer funds securely through our system.
4. Product Safety: Any suspicious transactions can be stopped immediately.
5. Detailed and Simple Operation: Can be accessed via mobile phones and computers.
B. Application Qualifications:
1. Resellers (provide sales community platforms), detailed company/personal information.
2. Please read the Online Mall Agreement:  http://redsea7.com/sys/rule.php?id=7004
3. Deposit of NT$5,000 (refundable at any time after 90 days)
4. Detailed product description, weight, LWH, photos, warranty period.
5. The marketplace reserves the right to request additional information and has the right to refuse participation on the platform without objection.
C. Reminders:
1. Sellers must not sell counterfeit goods or items that do not match the descriptions. Any misleading or intentionally vague information is the seller's responsibility, and they must be held fully accountable. We will report you to the authorities immediately if necessary.
2. The financial transactions between members are their own responsibility, and the platform is not involved and does not provide any services. If proof or sales invoices are needed, it is the responsibility of the seller to clarify before purchase.
3. The NT$5,000 deposit can be refunded after 90 days, with a processing time of 3 working days. Refund requests within 90 days will incur a NT$2,100 processing fee (for issuing electronic invoices).
4. After the buyer receives the item and confirms no issues within 5 days, the seller can request platform payment.
5. Sellers who do not have more than 5 orders within 30 days will be forcibly removed from the platform. Take this seriously.
6. Sellers must comply with the terms and conditions of this website. Becoming a seller implies complete compliance.

I3. [Product List Management] Add New Product

[Product List Management] Edit/Add New Product
 
The system currently does not support English instructions for adding new products. To add new products, please use translating tools or contact our customer service for any questions.

I4. [Product List Management] Modify Product

[Product List Management] Modify Product
The system currently does not support English instructions for modifying products. To add new products, please use translating tools or contact our customer service for any questions.

J1. Shipping International Express from Taiwan to (USA, UK, Canada, Australia...)

For the current shipping rates and details, please refer directly to the route information on the homepage.
Please click on "International Express Parcel" for personal or company shipments.
When sending parcels to the Taipei warehouse, please make sure to write your member ID on the box.
To create a new order, please click here.

J2. Taiwan Exports to the UK: Taxation Regulations

Packages Imported (Arriving) from Countries outside the UK
Most goods arriving in the UK are subject to any or all of the following taxes:
*Customs Duties
*Excise Duty
*Import or Supply Value Added Tax (VAT)
These are typically payable when:
*Purchasing goods or receiving them as gifts
*Goods are new or second-hand (including antiques)
*Goods are intended for your personal use or resale
A. Tariff and Import VAT Thresholds
Details regarding tariff and import VAT thresholds, as well as any changes applicable after the UK's departure from the EU, are outlined below.
For goods imported from outside the UK with a value not exceeding £135 (aligned with the threshold for customs duty liability), we have shifted the point of collection for VAT from the point of import to the point of sale. This means that these goods will be subject to UK Supply VAT rather than Import VAT.
The £135 limit applies to the total value of imported goods rather than the individual value of items within the consignment.
In summary:
Package Value
Customs Fees
0.00 ~ £135 
No Customs fees
No Import fees
135.01 英鎊及以上
Customs fees apply
Import fees apply
"Not including: alcohol, tobacco products, perfumes, and fragrances."
B. Gifts
Gifts with a value up to £39 qualify for an exemption from import VAT. Gifts exceeding this value are subject to Import VAT. If the value of the goods exceeds £135, customs duty is also payable.
Conditions for qualifying as a gift:
*The customs declaration must be correctly filled out.
*The gift must be sent from a private individual outside the UK to a private individual inside the UK.
*There should be no commercial or trade elements, and the gift should not have been paid for directly or indirectly by anyone in the UK.
*The gift should be occasional, such as for a birthday or anniversary.
If you purchase something from outside the UK as a gift for a relative or friend, regardless of whether it is sent to that person, it will be considered a "commercial sale".
C. Tobacco and Alcohol Product Gifts
Gifts of tobacco and alcohol products valued at £39 or less are eligible for exemption from import duties and import VAT. However, there are restrictions on the quantity of each product as follows:
(1) Tobacco products
Qty
Cigarette
50
Cigarillo（Each max 3g）
25
Cigar
10
Other
50克
 
(2) Alcohol or Alcoholic Beverages
 
Distilled beverages and spirits with an alcohol concentration exceeding 22%, as well as undenatured ethanol of 80% or higher.
1升
Distilled beverages and spirits, as well as aperitifs made from wine or alcohol, fortified wine, sake, or similar beverages with an alcohol concentration of 22% or lower, sparkling wine, and fortified wine.
1升
Still wine.
2 升
If sending more tobacco and alcohol gifts than the quantities shown in the table, the duty relief for imports will only apply to the limits shown in the table, and the consigned goods will not enjoy any relief from import value-added tax.
The relief limits shown in the table apply only to gifts and do not apply to commercial sales. Additionally, all tobacco and alcohol products are subject to consumption tax, even if they are gifts.
Alcohol beverages with an alcohol content exceeding 24% (abv) and un-denatured ethyl alcohol are prohibited in international mail.
D. Students Moving to the UK for Full-Time Studies
Eligible Items:
For students or student items attending full-time studies in the UK for at least 12 months, the following reliefs are available:
*Clothing, including underwear
*Items and instruments typically used for student learning - including personal computers, calculators, and typewriters
*Household items, including personal items, household linen, furniture, and equipment
Alcohol, tobacco, and tobacco products are not included in the relief.
If you are a student coming to the UK for full-time studies, you do not need to fill out the TOR1 form.
(Our company cannot provide services for this, you can apply for clearance locally.)
E. Multi-Gift Packages
For multi-gift packages containing more than one gift intended for multiple people's use, the £39 VAT exemption applies per person, provided that the items are:
*Individually packaged
*Specifically intended for them
*Individually declared on the customs declaration
*Within the allowed limits
*Priced individually on the declaration for each item
If more than one package is sent to a specific person, the value of the goods will be added together. If the total value exceeds £39, import VAT will be charged. If the value exceeds £135, customs duty may also be required.
If a package contains multiple types of items intended for use by more than one person, these items should be separately described and the value should be indicated on the customs declaration. For import VAT, only items reaching the £39 threshold for import VAT are eligible for relief. For example, if a package contains 5 items, each valued at £8, then 4 of the 5 items will be eligible for relief (4 × £8 = £32). The fee will be paid on the fifth item.
When an item is sent to 2 people and its value exceeds £39, the gift relief for each person cannot be combined. The value of an individual item cannot be divided - for example, an item valued at £50 sent to 2 people cannot benefit from gift relief.
Gifts
Customs and Import Fees
One item valued at <£39
No customs and import fees.
One item valued at >£39
Customs and import fees apply.
Five similar items, each valued at £8
Four items have no fees, one item will have fees.
Five different items, each £120 
Customs and import fees apply.
One item valued at £300
Customs and import fees apply.

J3. Shipping Process

Before proceeding with the following steps, please register as a member first.
Please click on "Add Order".
After filling in the address, please avoid using general terms such as "daily necessities", "personal items", "gifts", "grocery", “food”, or “snack” for item names, and instead specify the actual item names.
*Note: For multiple parcels, please indicate "1 and 2..." after the name when filling out the form.
 
Step 1:
Once your package reaches the consolidation warehouse, you can confirm it in the "Package Status Inquiry".
Step 2:
After confirming the arrival of the parcel, go to the homepage of the official website and click on “Add Order”. There are three options to choose from:
*"PreOrder": (before the goods are stored) to expedite the shipment without consolidation.
*"Add New Order": (after the goods are stored) for consolidating 1 to multiple boxes for shipment.
*"Pre Stock In": Before stock in/if sellers are unable to fill in member IDs. 
Step 3:
*Select “International Express Shipping DHL, UPS, FED”, enter the originating country and destination country, and select the corresponding warehouse. Choose the transportation route and click "Search".
Step 4:
*The system will automatically display the relevant packages below. Click "Select" on the right for each parcel if you need to consolidate multiple parcels.
*Once selected, the parcels will appear in the "Selected Packages" field.
Step 5:
*Continue to fill in the recipient's information.
Step 6:
*After completing the recipient's information, proceed to fill in the details of the items. For multiple items, please enter them separately, and use English for item names and US dollars for amounts. Click on the "+" on the right to add a new row for each new item.
Step 7:
*Check the remaining fields according to your needs. Finally, check "I have read and agree to the Red Sea Logistics Service Agreements and Compensation Terms" and choose " Create Order, Finish" or "Order Created, Create New Order".
Friendly Reminder:
If you have discount codes or points, remember to enter them in the appropriate field.
Note: For consolidated packages, please inform customer service of the total number of packages in advance. Write "RS Member Number" + box number on the outside of the box, and wait until all parcels have arrived at the warehouse before filling out an order.
For example: (This service is for moving overseas, to avoid troubling elderly family members to pack and move.) The service is free and we provide boxes, but please cooperate to avoid items falling out or getting lost.
(The maximum size for consolidated boxes is 55, 45, 41 cm, and if your package exceeds these dimensions, it will be split into multiple boxes).

J4. How to Send Packages to the Warehouse

How to send packages to the warehouse
Write your RS member ID on the outside of the box.
Receiving hours: 10:00 to 17:00 (closed on weekends)
Warehouse address: No. 86, Shezi Street, Shilin District, Taipei City, Tel: 02-28110323
Convenience Store Drop-off:
*Within 5kg, Length + Width + Height < 90cm
*Recipient Name: 王宏瑋 (Must be written in Chinese)
*Phone: 0972883791
*Email: redsea7d2d@gmail.com
*Store Locations:
*OK Mart Shezi Store, Store No.: A163
*FamilyMart Yongxin Store, Store No.: 017663
*7-11 Jixing Store, Store No.: 184405
Home Pickup Service: NT$150 per parcel, will be deducted along with the shipping fee.

J5. Prohibited Items and Notes

Customs Clearance Issues: Often, the declared value of the package is deemed inaccurate by customs officials (resulting in extra shipping fees for customers), especially when customers declare extremely low values for second-hand goods to avoid inspection and taxes by customs. In order to improve delivery rates and reduce potential inspections, our company reserves the right to adjust your items and declared values. If there are taxes on the goods, you are still responsible for them. If the value of the goods is truly low, you can provide invoices for all items in the package to customs for verification. If you do not accept this policy, please do not use our services.
Prohibited Items:
  • Securities, cash, or equivalent (such as traveler's checks, endorsed stocks, bonds, credit cards, cashier's checks, etc.)
  • Drugs or items containing drug components (including medicine)
  • Meat, dairy products, eggs, honey, and related processed foods
  • Chemicals or flammable items, such as mercury-containing thermometers
  • Products made from wildlife
  • Processed or unprocessed animal carcasses or cremated remains (including insects), human organs, embryos of humans or animals
  • Plants and plant materials, including cut flowers
  • Perishable food items requiring refrigeration or special environmental control
  • Any damp, leaking, or odorous items
  • Counterfeit goods
  • Animals
  • Asbestos
  • Gold bars
  • Currency
  • Firearms, firearm-related components, and ammunition/weapons
  • Fur
  • Dangerous goods or flammable substances (regulated by IATA regulations)
  • Human remains, including ashes
  • Jewelry, precious metals, and gemstones
  • Narcotics (illegal) / drugs
  • Items that are difficult to identify as prohibited or not accepted by the destination country may also be considered prohibited items.

J6. Freight Inquiry and Payment

How to Inquire about Freight?
Go to [Tracking] and click on the shipment to see the shipping fee.
 
How to Pay for Freight?
All transaction details can be viewed in [My Messages] > [Transaction Record]
 
For payment details, please refer to FAQ G2. How to Topup My Account?
Please note: There may be exchange rate issues with payments in US Dollars, so please pay the full amount in NTD for shipping.

J7. Inquiry and Declaration

Package Progress?
You can inquire about the progress of your package by searching for your country's AWB number on the shipment inquiry page. If you provide an email, the recipient will also receive a notification for inquiry. If you have any questions, please contact our LINE customer service: @lgg6811g.
Package Declaration
Our company mainly deals with personal small packages, and declarations are made based on individual packages unless otherwise requested.
Package Tariff Issues
If there are tariffs, an email notification will be sent to the receiver, and the receiver or sender can pay online directly to the shipping company.
Fee Notes:
Additional fees will be charged for remote areas.
If an invoice is required, please note the fee and the information required: (Freight + registration fee of 28 yuan) x 1.05 (Company name, tax ID, and recipient address must be provided in advance).
Free cardboard boxes (deposit of 200 yuan/box, deductible from freight) with a home delivery fee of 450 yuan (55x45x41cm).
International parcel compensation for loss: Compensation is based on the declared amount in USD (maximum compensation of 100 USD), and the freight will be refunded.
Cancellation of delivery after the shipping order has been generated will incur a paper cost fee of 200NTD.

J9. Malaysian Import Considerations

Understand Malaysian Import and Export Duties in One Go!
Duty Classification and Import/Export Duties
Malaysia adopts the Harmonized System (HS) for classifying goods. All import and export goods are subject to Sales and Services Tax (SST) unless specifically exempted, with the tax rate varying depending on the goods. You can check Malaysian customs duty rates at: Malaysian Customs Duty Rates
Import Duties
Applicable tax rates depend on the origin of the goods, and proof of origin must be provided. For more information on product origins, visit the Ministry of International Trade and Industry (MITI) website: MITI Product Origin Information.
Approximately 75% of imported goods to Malaysia are duty-free, with an average tax rate of about 6%. Countries with Free Trade Agreements (FTAs) with Malaysia enjoy lower tariff rates, which can be checked using MITI’s FTA Tariff Calculator: FTA Tariff Calculator.
The Customs Duties Order (2017) outlines all applicable rates for countries without trade agreements with Malaysia: Customs Duties Order 2017.
Export Duties
Except for Malaysia’s primary commodities (such as crude oil and palm oil), almost all goods are exempt from export duties. Applicable rates range from 0% to 15%, depending on the category of goods. For more details on export duty rates, refer to the Customs Duties Order (2017).

K1. The seller says the package has arrived at the warehouse, but it is not showing as "Received/Stocked."

K6. Procurement & Payment Service Instructions

Purchasing & Payment Execution

K7. How to Upgrade Your VIP Logistics Tier?

K8. Missing Items & Unboxing Video Requirements

Notice: Always record a full unboxing video upon receiving your package. This provides essential evidence for claims against the seller or the logistics provider.

Member Inquiry: "I received my package, but items are missing."

Step 1: Self-Verification (Member Actions)

Before contacting customer service, please perform the following checks:

  • Order Details: Cross-check the product names and quantities from your original order.

  • Seller’s Shipment Record: Verify the exact quantity the seller claimed to have shipped.

  • Package Weight: Compare the weight listed on the seller's shipping label with the actual weight received.

  • Contact Seller: Email the seller to confirm if they forgot to pack the items or if they were shipped in multiple installments.

Step 2: Logistics Investigation (Customer Service)

Our team will conduct the following internal audits:

  • Weight Matching: We will compare the Inbound Weight (when it arrived at our warehouse) vs. the Outbound Weight (when it was shipped to you).

  • Service Check: Did the member request "Inspection" or "Item Counting" services during the consolidation process?

  • Standard Inspection: If no special services were requested, our warehouse only performs random checks for contraband or customs-restricted items.

Step 3: Warehouse CCTV Footage Request

If you require our staff to retrieve and review warehouse surveillance footage:

a. Service Fees Apply:

  • A labor fee starting from 300 TWD will be charged.

  • Note: This fee applies even if the footage confirms that the seller failed to include the items.

b. Fee Waivers & Compensation:

  • Exemption: No fee will be charged if the investigation proves the warehouse missed packing an item that was successfully checked into the system.

  • Compensation: If the warehouse is at fault, we will provide a 30% discount on your next international shipping fee as a gesture of goodwill.

  • Disclaimer: In some cases, CCTV footage may be unavailable as it is not a mandatory requirement for all warehouse zones.